MADISON FAITH MARTINEZ
Ewa Beach
Summary
Results-driven professional with proven experience in case management and customer resolution at Sunrun. Adept at handling high-volume cases, minimizing escalations, and optimizing operational efficiency. Committed to delivering high-quality work, fostering collaboration, and driving process improvements to enhance customer satisfaction. Excited to bring a dynamic blend of problem-solving, leadership, and innovation to a forward-thinking team.
Overview
5
5
years of professional experience
Work History
O&M Case Manager
Sunrun
01.2024 - Current
- Managed 230-250 cases weekly, achieving the lowest escalation rate in a team of 15 by proactively resolving customer concerns and prioritizing urgent cases, leading to a high CSAT score.
- Optimized scheduling and dispatching processes, improving service completion rates and technician efficiency by coordinating closely with field teams, demonstrating strong problem-solving and critical thinking skills.
- Took initiative to receive additional training in removal and reinstall processes, enhancing troubleshooting capabilities and overall case management effectiveness, reflecting a strong commitment to learning and development.
- Promoted to Case Manager within six months by consistently exceeding performance metrics, effectively managing escalations, and building strong cross-functional relationships, recognized as a key team member who contributes to overall team success.
- Led efforts in customer engagement by ensuring timely updates and clear communication, aligning with a customer-first orientation and improving overall customer retention
Area Supervisor
Ross Dress for Less
06.2023 - 01.2024
- Managed merchandise presentation, ensuring product displays aligned with company standards to enhance customer experience and drive sales.
- Supervised store operations, maintaining a safe and organized shopping environment while ensuring adherence to company policies.
- Led and trained store associates, fostering a collaborative and efficient work environment to improve team performance.
- Provided excellent customer service by promptly addressing inquiries and resolving issues, contributing to high customer satisfaction and retention.
Head Emergency Room Medical Assistant
St. Anna Hospital
01.2020 - 03.2023
- Led a team of medical assistants in providing efficient emergency care, ensuring adherence to hospital protocols and maintaining high patient care standards.
- Conducted regular training sessions for emergency room staff, enhancing their skills in patient assessment, triage, and emergency response.
- Oversaw the triage process, prioritizing patient care based on severity to optimize treatment outcomes and reduce wait times.
- Collaborated with physicians, nurses, and administrative staff to streamline emergency room operations and improve patient flow.
Education
Medical Assistant Certification -
Vocational School Amberg
07.2018
Skills
- Case Management Expertise
- Client-Focused Mindset
- Problem-Solving & Critical Thinking
- Escalation Management
- Process Improvement & Innovation
Languages
English
Native or Bilingual
German
Native or Bilingual
Timeline
O&M Case Manager
Sunrun
01.2024 - Current
Area Supervisor
Ross Dress for Less
06.2023 - 01.2024
Head Emergency Room Medical Assistant
St. Anna Hospital
01.2020 - 03.2023
Medical Assistant Certification -
Vocational School Amberg